About the Role
You will provide technical assistance across multiple products, diagnose and reproduce customer issues, manage escalations, respond to phone support and alerts, and document defects. You will follow support runbooks, collaborate on resolutions, and maintain security and quality compliance.
Requirements
•5+ years of related experience with a bachelor's degree or equivalent work experience.
•Verbal and written communication skills.
•Troubleshooting skills.
•Collaboration and teamwork skills.
•Ability to prioritize work in a fast-paced follow-the-sun support model.
•Linux, Unix, and Windows Enterprise Server administration and troubleshooting experience.
•Knowledge of HTTP, SSL, and IPv4/v6.
•Working knowledge of Java, Tomcat, JBoss, Apache, and IIS.
•Enterprise virtualization experience.
•Knowledge of AWS, Azure, and Google Cloud Platform.
Responsibilities
•Respond to customers professionally and help resolve technical issues.
•Meet response-quality, timeliness, and customer-experience expectations.
•Act as Queue Manager during weekend shifts and triage support requests.
•Troubleshoot issues, identify root causes, and resolve cases across multiple products.
•Follow product runbooks and escalate issues to on-call product subject-matter experts.
•Respond to phone support and alerts and escalate cases when needed.
•Communicate through the online support tool, calls, and screen-sharing sessions.
•Reproduce customer problems for resolution development and testing.
•Collaborate with Support, Engineering, SRE, Product Management, and Customer Success.
•Document bugs with Engineering or Training and Documentation.
•Participate in escalation calls and create customer issue action plans.
•Follow ISO27001 and ISO9001 practices for security incidents and data breaches.
Benefits
•Generous PTO and holiday schedule.
•Parental leave.
•Healthcare options.
•Retirement programs.
•Commuter offset in specific locations.
•Employee resource groups.
•Company and team bonding events.
•Global volunteering and community initiatives.
